Shocking Service, security and controls with regards to ***** on my Account. No apology or feedback provided for over a month

On 15 August, Edgars consultant called me to verify purchases made on my account at Cresta Edgars – to the value of over R8000. I confirmed that I had not made the purchases and that my account was fully paid up – besides a small balance for admin fees charged monthly R61.08. I live in Cape Town and was definitely not at Cresta. Further to this, she confirmed that my card was marked as lost/****** and a new card was re-issued. This was not done by myself – I am still in possession of my card! She told me to go to my nearest branch to confirm that it was not me who made the purchases. First inconvenience caused – I had to go the Edgars to communicate this information, they told me that I needed to get a police affidavit and verified copy of my ID as proof that I had not made the purchases. A further inconvenience as I had to make time before going to work to go to a police station, and then had to go back to Edgars to complete all the paperwork. This is a huge inconvenience as I travel very far to work and back daily – and had to make a considerable effort to attend to this – or I would be liable for the ********** purchases. Up until 4 September 2017 no one had bothered to contact me and it has been three weeks since the incident I sent a complaint specifying that I wanted feedback as to how this could happen and also for them to arrange a new card. I specified that I don't want to talk to a call centre, but that I expected a call and apology on a management level. The following day, the call centre called me just to confirm that the ********** amounts were reversed. NO apology. Made it sound as if it was my problem. When I asked about my card, which is obviously not working, she said I need to go to a branch and request another card. Another inconvenience. I can't use my account due to Edgars poor security and controls and allowing this ********** activity on my account. When I received my month end statement, they only reversed the 2 ********** purchases but had the audacity to charge me the R50 for the ********** card that was issued to the ***** who pretended to be me, and an admin fee on an account that is not active as I don't have a card currently I can shop on. I escalated this to customer service again on 15 September and I am yet to receive a call or a response in writing. I have been a loyal customer for 20 years. This is shocking and unacceptable. To date I have had no apology, and no feedback per my request as to what happened on my account. I am charged with fees for a card which was **********ly re-issued by Edgars, without my consent and an admin fee on a fully paid up account which is not operational due to their incompetence in fixing this situation.